Cancel an order

You can cancel an order as long as the goods have not been shipped. When you cancel, you record a reason for your team and choose whether the items go back into stock.

A cancelled order stays in your Orders list. EcomWeb has no way to delete an order.

Cancel an order

1. Open the order.
2. Click More actions at the top of the page.
3. Select Cancel order.
4. Enter a reason in the Reason (optional) field. Staff can see this reason in the Timeline.
5. Leave Restock items selected if the goods can still be sold. Clear it if they are lost or damaged.
6. Click Cancel order.

The order changes to Cancelled. On a phone, More actions is the vertical three-dot icon at the top of the page.

Refund after cancelling

If the customer has paid, the cancelled order keeps the Paid status.

1. Pay the customer back through your bank or payment gateway.
2. On the Payment card, click Mark as refunded.
3. Click Mark as refunded to confirm.

See also Record a refund.

Frequently asked questions